COMMUNITY ENGAGEMENT DURING COVID-19

A GUIDE
FOR COMMUNITY-
FACING STAFF
Background
Covid-19 has affected 177 countries, with an average case
Contents
fatality ratio of around 4%.1 As the number of cases climbs,
countries have adopted a variety of restrictions to try to  Working safely
curb the spread and ‘flatten the curve’ to prevent health  A
 dapting to the new
care systems from being overwhelmed. context
 Working with people
Covid-19 affects those with weakened immune systems more vulnerable to Covid-19
severely. Oxfam is particularly worried about its potential impact on  Information and
people experiencing humanitarian crises, especially refugees and communication
internally displaced people, as they are extremely vulnerable and have
 Participation: Communities
limited access to basic services. Oxfam’s experience of working in
must be at the centre
humanitarian situations – and in the recent Ebola and Zika outbreaks –
of your responses
has demonstrated that the best way to respond is to build trust in
communities and services, understand community perspectives and  Monitoring, evaluation,
share information, and to work with communities to determine how accountability and learning
to keep people safe.  Advocacy
This guide is intended to support teams working directly with communities  Coordination and
during the Covid-19 pandemic. It provides general guidance on community collaboration
engagement during outbreak responses, including how to support an  Your personal safety
integrated response, as well as outbreak prevention and response.

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Working safely
To reduce the risk to communities and staff, there will need to be changes in the way
we interact with communities.

Fully stretch out your arm.

When you are about 2 meters*
away from someone, their
face fits into your hand
roughly like this.**

*Minimum distance required to prevent

person-to-person spread of Covid-19.
**Based on adult averages.

ƒ Physical distancing. Where interactions with
communities are still possible, adopt physical
distancing measures to avoid inhaling or having
other contact with liquid droplets that may
contain the virus. These measures include:
ƒ avoiding body contact, including shaking hands;
ƒ maintaining a distance of at least 2m (6 feet)
between yourself and another person; and
ƒ avoiding large gatherings – for Oxfam, this
means any group of 10 or more.
ƒ Practice good respiratory and hand hygiene.
Covid-19 can be passed through sneezing and
coughing. Using a tissue or a flexed elbow (not
your hands) to cover coughs and sneezes can limit
transmission. Hands can transfer Covid-19 if this
guidance is not followed. Therefore, wash your
hands with soap and water whenever feasible,
especially before and after interacting with others.
If not possible, use a hand sanitiser.
ƒ Safe Programming. Oxfam’s actions must not
cause harm to community members, Oxfam staff
or partner staff. Safe programming involves
assessing, preventing and mitigating risks. This
means working with all your teams to review
programme risk assessments, making sure that
Covid-19-related risks are included as well as
adequate risk mitigation measure. Continue
circulating relevant materials on the Protection
from Sexual Exploitation and Abuse, the Code of
Conduct, and other safeguarding measures, along
with reminders of the need to comply with them.
Further information about adapting
programme activities and using appropriate
personal protective equipment can be found
here: Guidance on Protecting Community
Facing Staff and Volunteers (including
PPE requirements), also available in French
and Spanish.

1 See the Coronavirus COVID-19 Global Cases by the Center for Systems Science and Engineering at Johns Hopkins University, as of
30 March 2020: https://gisanddata.maps.arcgis.com/apps/opsdashboard/index.html#/bda7594740fd40299423467b48e9ecf6

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Adapting to the new context
The Covid-19 pandemic is a fast-changing situation, and access to communities can
quickly become limited due to restrictive measures. Start planning now, as there may be
limited time to devise alternative engagement plans. This includes how to communicate
with different groups; the contact details for relevant stakeholders; and discussing the
key perceptions, risks and challenges with communities, and determining their solutions.

ƒ Review contact lists related to relevant

Start planning now, as there
may be limited time to devise
alternative engagement plans.
ƒ Review and/or map communication and
information chains. In many communities there
will be individuals with a mobile phone or a radio –
they could become key information providers
when physical access becomes limited. Remember
to assess who has access to what information
and how trusted they are, especially by the most
vulnerable and marginalized people.
ƒ Review/conduct a cross-sectoral rapid risk
assessment. You must identify risks and
prevention/mitigation measures in collaboration
with communities, monitor them, and continually
adapt what you are doing as the situation
continues to change. This includes identifying
specific risks for different groups in the
community, and risks associated with remote
communication methods, such as digital spaces.
ƒ Review any existing analyses you have conducted.
Make use of any gender analyses; food security
and livelihood assessments; market assessments;
protection analyses; water, sanitation and hygiene
(WASH) infrastructure mapping; and/or studies
relating to vulnerable groups. If possible, carry
out a cross-sectoral rapid needs assessment. Use
these analyses to identify gaps. Disaggregate data
as possible for sex, age, disability and diversity to
inform targeted responses, appropriately tailored
to the distinct needs and capacities of different
groups. Use these documents and data to track
how the context is changing over time and modify
responses appropriately.
ƒ Ensure you have links with healthcare facilities
and/or health coordination bodies. Follow regularly
updated epidemiological data and work with
facilities to access sex- and age-disaggregated
data to look for patterns that may indicate higher
risks for different groups in the community.
government authorities and international
actors, including any referral pathways for
those affected by Covid-19. Ensure that you
keep up-to-date on relevant services in
case referral pathways change due to the
evolving context. Explore the options for
remote referrals using mobile phones.
ƒ Review or undertake stakeholder mapping,
and work with existing community leadership
and structures. Community leaders, traditional
healers, religious figures, women’s groups and
youth groups are in an influential position, able
to connect different people within and beyond
each community and provide a focal point to reach
others when remote management is necessary.
ƒ Lockdowns and self-isolation. To control the
spread of Covid-19, many countries have put
restrictions on movement, and have asked those
who are more vulnerable to infection to self-isolate
(i.e. remain at home). If this affects communities
with which you are working, discuss with affected
groups – particularly those at higher risk, and with
women and girls, who may shoulder more of the
care burden – how they can safely do this, and
what options there are for ensuring continued
access to food, water and medication.
ƒ Develop action plans. Work with different groups
to develop action plans they can implement using
available resources, and that you can review either
in person or by phone. An example of a community
action plan can be found here.2
ƒ Physical distancing. Consider the effects of
physical distancing on traders – both large-
scale and petty traders – to ensure communities
can still access essential supplies. Consider
providing handwashing stations in places
convenient for the community, especially if
they are still undertaking group activities.
Handwashing facilities are also essential near
markets. Consider using cashless systems
where possible, including remote transfers.

2 Download the OXCTF Community Action Planning Template here: https://oxfam.box.com/s/nds89hah3bsxoml9blmhd41762qirhak

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Working with people vulnerable to Covid-19

HIGHEST RISK
Those on the top line opposite are at most risk from
severe Covid-19 infections. Consider producing tailored
messages for these groups, and organizing community
support for those self-isolating, including their access
to essential services and markets. This might involve
arranging for neighbours or community workers to The People with People
bring essential items to households or making special elderly underlying with HIV
arrangements with traders on specific opening times health issues
for different groups, to limit their contact with others
during periods of high transmission.

OTHER GROUPS
Think about the specific needs of the other groups
included in the graphic, and ensure information and
planning is tailored to provide practical guidance for Women People with Minority Children
their specific contexts. disabilities groups

Box 1: Dealing with stigma

Stigmatization of groups of people can cause those stigmatized to avoid seeking help if they
get sick, and lead to their exclusion from aspects of community life or lead to violence.
Some simple ways to minimize and address stigmatization are:

Don’t refer to the virus as belonging to someone or a group of people. Don’t call people
with the virus ‘cases’, ‘suspects’ or ‘victims’. Instead talk about ‘people with the virus’.

Don’t talk about ‘infecting others’ or ‘spreading the virus’. Instead talk about
transmission in more general terms.

Don’t share personal details (names, locations) of people who are, may be or have been sick
with anyone other than key team members and medical providers. When providing support
to households with the virus, do so discreetly and with small teams to minimize attention.
Seek to also support surrounding households as a community support mechanism.

Don’t spread misinformation or rumours. While there is much unknown about the virus,
experts are learning every day. Check the sources of your information and make sure
that they are reliable. Spreading false information only creates panic. Remember:
it’s ok to say ‘I don’t know’.

Be positive! Share good news – such as examples of neighbours supporting each other –
as well as information on the response.

Source: IFRC, UNICEF, WHO (2020). Social Stigma associated with COVID-19: A guide to preventing and addressing social stigma.

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Information and communication
There are a number of key considerations when communicating about Covid-19.
ƒ Information needs of different groups.
Communities are composed of women, men, girls
and boys; children, adults and the elderly; persons
with disabilities; people who cannot read; people
of different nationalities, cultures and religions,
and so on. Each individual will understand
information in relation to themselves, so it is
important to tailor messages to target groups
for each communication.
ƒ Preferred communication channels. Preferences
for channels and trusted sources will vary between
individuals and groups, as will levels of access
to radios, mobile phones, smartphones and the
internet. For example, some women may not be able
to access the household phone, and some elderly
people will not have access to the internet or may
be unsure how to use it. Consider the barriers to
using each channel for different groups and use
a mix of channels for best effect.
ƒ Literacy and understanding. Information should
be presented in the most accessible format and
language possible, adapted to literacy levels
within each group. It should also be adapted for
those who are visually or aurally impaired. For
example, consider using pictures and simulated
dialogues, and radio.
ƒ Reaching everyone. Engage all groups within a
community, in environments where each would
feel comfortable to speak up. When working with
refugees and IDPs, communicate with both host
and displaced communities.
ƒ Influencers and local capacities. Recognise who
has power and influence in communities, networks,
grassroots, women’s rights, youth groups or local
organisations that already exist. Work with them
to pass on information, as people are more likely to
follow the example of leaders and trusted groups
embedded in their community. Work with both men
and women influencers.
Ask people how they want to receive and share information
Often we make assumptions about who is using different channels;
instead, always start by consulting people and adapting to locally
used channels.
ƒ Two-way communication. Ensure that there is
space to listen to concerns, feedback, myths and
rumours about Covid-19 as well as communicating
information about the virus. Adapt your responses
based on what you hear from communities,
including correcting misinformation, changing
the way you work and closing the feedback loop.
Ensure that there is space
to listen to concerns,
feedback, myths and rumours
about Covid-19 as well as
communicating information
about the virus.
ƒ Build on what you have. Use any existing
mechanisms to engage communities remotely –
for example telephones, internet channels, radio,
etc. Consider how your methods can be improved
and/or expanded, and better tailored for each
group in the community.
ƒ Stay connected. The internet has the potential
to allow easy exchanges between teams and
communities, and between community members
themselves. Consider supporting connectivity
and ensuring that the data rights of individuals
are respected and increasing access for groups
without.
ƒ Challenge stigma. Where misinformation may
result in the stigmatization of certain groups
or individuals, ensure to correct this with
communities. (See Box 1.)
ƒ Budget appropriately. Phone credit, internet
access and setting up mobile data collection
all come at a cost; ensure that this is reflected
in your budgets.
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Participation: Communities must be at the centre of your responses

COMMUNITY-LED INITIATIVES
When thinking about how to support existing structures, ask communities
what support they need for their own initiatives. They may need information
(on government measures, the development of the outbreak, hygiene
practices, etc.); resources (such as cash or equipment); or they may need
us to act as bridges between them and other actors (including other
communities, organizations and authorities).

ASK COMMUNITIES FOR THEIR SOLUTIONS

Communities are always the experts on their own lives and needs and will
be better placed to advise on how to engage. Ask them what means of
communication they prefer, what available technologies they are comfortable
with, what languages they prefer, what engagement they can ensure and
what role they can and want to play. Communities are resilient and will always
find solutions, so work with them to determine how to continue supporting
the services that are needed, while keeping everyone safe.

Monitoring, evaluation, accountability and learning

Tracking the effectiveness of responses and adjusting as necessary
is critical in fast-changing contexts.

ƒ Impact on different groups. Work with the different groups identified to assess
the impact that the outbreak may be having on them in terms of access to
essential goods and services, health, relationships and wellbeing. Share this
information with other stakeholders and actors (anonymizing any personal
details) to support changes in programmes that minimize negative impacts
and increase positive impact.

ƒ Satisfaction with Oxfam’s response and the level of engagement. Assess

this both qualitatively (in discussions and conversations) and quantitatively
(through regular monitoring). Where aspects of the response score low, have
further discussions to understand why and hear communities’ suggestions for
improvement.

ƒ Responsiveness to feedback. Use existing feedback and complaints

mechanisms where these are functioning well and increase their capacity.
Collate feedback across teams and look for potential trends that all sectors
can address together. Ensure trusted community channels are being used to
close the feedback loop for complaints and feedback.

ƒ Share learning. Share feedback, learning, successes and failures with

communities, stakeholders and other NGOs to encourage innovation and
learning from each other.

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Advocacy
Community engagement is also fundamental to our advocacy efforts, which
serve to amplify communities’ voices. Advocacy should be based on what we
are hearing from communities, particularly the more vulnerable and marginalized
groups that may be disproportionately affected by measures to minimize Advocacy can
transmission, such as movement restrictions and isolation procedures. contribute
to ensuring
Advocacy can contribute to ensuring continuity of community engagement.
Depending on the context, consider developing advocacy strategies that
continuity of
include issues such as digital rights or discrimination against NGOs and civil community
society. These could be key to guaranteeing people’s access to information engagement.
and maintaining the humanitarian space.

Coordination and collaboration

Maintaining effective means of working with others is needed as
much as ever.

ƒ Internally and with partners. Review and update the various analyses used as
a unified programme team, including partners, linking together findings. Have
regular cross-sectoral meetings to review monitoring data, analyse information
coming from communities, and update the response and information shared with
communities in line with their needs, inputs and requests.

ƒ Coordination mechanisms. Think about coordinating with other NGOs specializing

in working with vulnerable groups, such as HelpAge, Handicap International/
Humanity Inclusion and NGOs focused on HIV/AIDS. Use feedback from
communities to advocate for change where needed in coordination mechanisms.

ƒ Talk to each other. If communities are already inaccessible, work with other
organizations on how to contact communities in different areas. Other teams
and organizations may already be engaging communities remotely. Share the
practices, old and new, you and your team are using.

Your personal safety

If you or someone on your team is feeling ill, or you have had contact with someone
who has confirmed Covid-19 symptoms, stay at home, isolate and take care of
yourself. If you show symptoms of the virus, seek medical attention immediately by
calling your medical provider and following your local health authority’s guidance.
Your local health authorities will have the most up-to-date information on how they
will treat patients, while making sure that you do not expose others. When you can,
let your teams know, so your human resources staff and country management can
provide you support to get the treatment you need.